Search found 8 matches

by Nuno
Fri Dec 16, 2016 6:16 am
Forum: Miscellaneous
Topic: Continual service improvement CSI
Replies: 1
Views: 8554

Hi, I don't like very much the term "definition". In my opinion, you're improving a service if you're delivering a service with more value to the customer (Value created = utility + warranty). Improve utility -> Performance supported, constraints removed... Improve warranty -> availability enough? S...
by Nuno
Fri Dec 16, 2016 6:04 am
Forum: Miscellaneous
Topic: Tracking Development Issues
Replies: 1
Views: 8336

Tracking Development Issues

Hi,

We deploy everything on test and production environment using the "Release" methods but we track every issue on dev and test environment using a specific tool to have all "problems" solved and controlled when we're going to deploy on production system.

Regards
by Nuno
Thu Dec 19, 2013 9:40 am
Forum: Problem Management
Topic: Classification of Emergency Changes
Replies: 3
Views: 12542

Classification of Emergency Changes

Hi, One way to minimize the changes is to ask several questions to ours "customers" in a way they begin to think if that change is really necessary. Some examples: - Why change - Describe present state - Describe future state - What will change - What will not change - Risks during change process .....
by Nuno
Thu Nov 08, 2012 5:23 am
Forum: ITIL Discussion
Topic: Configuration Management
Replies: 4
Views: 8161

Configuration Management

Hi,

Nothing " is the most important factor". You must focus on:
- Everything is working.
- And is usefull for your business.

Regards
by Nuno
Thu Sep 27, 2012 6:54 am
Forum: ITIL Certification
Topic: ITIL implementation
Replies: 3
Views: 5907

ITIL Certification

Hi,

In my opinion you can buy a good ITIL foundation book and try to do the Foundation exam. After that you can begin to do the ITIL intermediate modules exams but to rich ITIL Expert ... it's need a lot of experience if you want to be a really "expert".

Regards
by Nuno
Mon Sep 24, 2012 6:23 am
Forum: ITIL Discussion
Topic: ITIL Implementation
Replies: 11
Views: 14136

ITIL Implementation

I strong agree with Diarmid.
by Nuno
Mon Apr 23, 2012 12:43 pm
Forum: ITIL Discussion
Topic: ITIL book recommendations
Replies: 2
Views: 4623

ITIL Books recommendation

Hi,

I believe that the best way is to participate in real-world ITIL implementations or, if not possible, search for ITIL white papers.

There are some good white papers that explain "real" implementations.

Regards
by Nuno
Thu Apr 19, 2012 9:08 am
Forum: The ITIL Service Desk
Topic: Keeping users informed of during major incidents
Replies: 4
Views: 7037

Hi,

I agreed with John:
"Ask the stakeholders is my next suggestion"

In our case we use Remedy workflow to notify the users when there is incident status changes.

Regards